# What is Reopen Rate?

> The share of solved tickets customers reopen because the issue wasn't fixed.

Canonical: https://www.decimal.app/glossary/reopen-rate · Last reviewed: 2026-09-23

Reopen rate counts tickets that return to an open state after being marked solved, usually because the customer replies that the problem persists.

## Why it matters

It's a quality check on speed metrics. Low handle time with a high reopen rate means tickets are being closed, not resolved.

## Best practices

1. Confirm before closing. Especially on technical fixes.
2. Review reopens. Each one shows where a diagnosis went wrong.
3. Count it in agent scorecards. Next to handle time.

## How Decimal helps

Decimal resolves from root cause rather than symptoms, which keeps tickets from bouncing back.

## Related terms

- [First Contact Resolution (FCR)](https://www.decimal.app/glossary/first-contact-resolution): The share of tickets resolved in the first reply, with no follow-up needed.
- [Average Handle Time (AHT)](https://www.decimal.app/glossary/average-handle-time): The average time an agent spends actively working a ticket, from open to wrap-up.
- [Customer Satisfaction Score (CSAT)](https://www.decimal.app/glossary/csat): The share of customers who rate a support interaction as good after it closes.

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